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Business Profile

Mattresses

True Sleep Mattress Aurora

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mattresses.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/05/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    - We purchased a Kingsdown CalKing mattress from True Sleep on July 30, 2023 (Order #*****)
    - It arrived at their store damaged with a hole on the bottom. So this one was not delivered to us and instead they told us they would order a new one.
    - We followed up with them repeatedly about a replacement mattress. We always had to be the one to initiate a call to the store or we would stop in to check the status. Finally after weeks of follow-up, we were told our replacement mattress had arrived.
    - When the replacement mattress was delivered to our house it too had a hole on the bottom-side of the mattress. (Perhaps it was same one?) We called the store and spoke with ***** **** our sales person to tell him we cannot accept this mattress since it has a hole in it.
    - ***** said they would order a replacement mattress right away. He instructed us to keep the damaged mattress as a courtesy so we would have something to sleep on in our new house.
    - We asked if they needed this damaged mattress returned in order to do the replacement and he said no; they would take it back once the new mattress was delivered.
    - We took pics of the damaged mattress showing the hole was already there when it was delivered. We did not sign anything that said we received a mattress.
    - We checked back with the store (via phone and in person) about the replacement mattress. First we were told it might take longer this time and then we got silence and no returned phone calls.
    - When we stopped in the store, ***** insisted "he was working on it."
    - When we finally asked for evidence to show us that a replacement order was made, ***** confessed that the President of the company ****** ******** would not let him proceed with a replacement. ****** is the only one who can move this along and he won't respond to my email.
    - We are very frustrated and we don't understand why they won't replace the mattress.
    - Now we just want our money back and to never have to deal with this store again.

True Sleep Mattress Aurora is NOT a BBB Accredited Business.

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